This is not a Dell issue. A CMOS password, hard drive password, etc. would be -- this is third party software and utility that was installed and enabled other than through Dell.
Someone installed SafeBoot (the McAfee product that was ultimately integrated into the Intel anti-theft platform) -- and someone must have administered that software. If you can't find that person/software, and the system is worth the cost of a replacement board and drive, that's the way to proceed.
Is not it strange that Dell does not have a solution that is not a replacement motherboard? At a minimum, they require documents that prove ownership of the equipment and then charge for the unlocking service.
If so is not a solution to the brand problem, for both Dell and Intel.
Safe Boot/Endpoint encryption is managed from a central server run by a business or other institution -- I don't think it was ever offered as a cloud-based service to individuals. Whoever ran that server should have master access to a tool that can be used to unlock the system - it's version-specific so it's best to revert the system to the same person or group who ran that server.
I will check the customer to verify that they still have documentation to purchase equipment to monitor the cost along with MCAfee to check the cost of the service.
See above - if your client does have the master password, follow through that. If not -- it's replacement mainboard/hard drive time. There's a good reason why it's mandatory to keep that password safe.
ejn63
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April 25th, 2017 09:00
This is not a Dell issue. A CMOS password, hard drive password, etc. would be -- this is third party software and utility that was installed and enabled other than through Dell.
Someone installed SafeBoot (the McAfee product that was ultimately integrated into the Intel anti-theft platform) -- and someone must have administered that software. If you can't find that person/software, and the system is worth the cost of a replacement board and drive, that's the way to proceed.
ejn63
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April 24th, 2017 18:00
downloadcenter.intel.com/.../Intel-AT-Recovery-Tool-for-Anti-Theft-Services
If that doesn't work, you're likely going to be faced with replacing the mainboard and hard drive,
nettux
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April 25th, 2017 07:00
Is not it strange that Dell does not have a solution that is not a replacement motherboard? At a minimum, they require documents that prove ownership of the equipment and then charge for the unlocking service.
If so is not a solution to the brand problem, for both Dell and Intel.
ejn63
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87.5K Posts
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April 25th, 2017 09:00
Safe Boot/Endpoint encryption is managed from a central server run by a business or other institution -- I don't think it was ever offered as a cloud-based service to individuals. Whoever ran that server should have master access to a tool that can be used to unlock the system - it's version-specific so it's best to revert the system to the same person or group who ran that server.
nettux
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April 25th, 2017 09:00
Thanks for the clarification.
I will check the customer to verify that they still have documentation to purchase equipment to monitor the cost along with MCAfee to check the cost of the service.
nettux
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April 25th, 2017 09:00
I contacted a MACFee and said that this is a Dell responsibility as they no longer support this product.
ejn63
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April 25th, 2017 10:00
Unlocking instructions here. Unfortunately, if your client has lost the master password -- it's not recoverable.
www.dell.com/.../how-to-enable-and-use-the-intel-anti-theft-service-on-your-dell-latitude-pc
nettux
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April 26th, 2017 07:00
The url atservice.intel.com/login.action its off-line...
ejn63
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April 26th, 2017 10:00
See above - if your client does have the master password, follow through that. If not -- it's replacement mainboard/hard drive time. There's a good reason why it's mandatory to keep that password safe.